Resolution Specialist
Remote · United States or Chicago, Illinois, United States
Job Summary
Resolution Specialist responsible for monitoring, tracking, researching, and responding to borrower complaints via multiple channels, plus one-call resolution on queue-driven calls. Serves as 2nd level support for supervisor calls, coaching, and escalated issues; communicates findings and resolutions to borrowers and internal leadership. Requires a High School Diploma or GED, 2 years of customer experience/complaint management, bilingual English/Spanish, and strong written/verbal communication. Works Monday–Friday 12:30 p.m.–9:00 p.m. CST with rotating Saturday shifts; remote in the United States (including GA, MN, IL, NC, and US-wide).
Required Qualifications
- High School Diploma or GED equivalent
- 2 years Customer Experience or Complaint management experience
- Bilingual (English and Spanish)
- Financial industry experience preferred
- Attention to detail and accuracy
- Excellent verbal and written communication
- Proficient in Microsoft Office Suite
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